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- Monitoring and Reporting of service KPI's
- Analysis, sharing root cause, improvement plan setup, best practice sharing
- Able to provide minor troubleshooting and assisting on product related issues
- Provide Technical assistance on Mobile Products (Mobile phone, Tablet, Wearables) to our Authorized Service Centre and Contact Centre
- Ensures high level of quality service is achieved so as to enhance Samsung customer experience
- Conduct product training and transfer knowledge to Service Centre and Contact Centre
- Monitoring of Mobile product (Mobile phone, Tablet, Wearables) quality
- Sharing insights information, co-worked with factory for improvement plan
- Observe quality issue trend and report to management
- New model status monitoring
- Liaising with HQ and follow up quality related matters
- Support setting up and troubleshoot of repair facilities in repair center
- Support Products service/repair activities when required
- Support Service content review, Engineer Motivation
- Participating in ad-hoc projects related to service operation
- Follow up on task assignment, coordinate with relevant parties
- Regular update task progress and challenges or opportunities / alternative solution to management
- At least 5-7 years of experience in Mobile Electronics and after sales industry and customer centric environment
- Technical and product knowledge with troubleshooting skillset
- Experience on conducting Technical training to vendors
- Experience in data analyzing , produce report and communicating actionable insights to subsidiaries and management
- Good problem solving skills such as prioritization, critical thinking and hypothesis development
- Must be self-motivated, organized, and able to work without direct supervision
- Outstanding multi-tasking and teamwork capabilities
Technical Support, Assistant Manager - Singapore - SAMSUNG ELECTRONICS SINGAPORE PTE. LTD.
Description
Roles & ResponsibilitiesJob Description
Service Quality Management
Quality Monitoring
Other Activities
Project Management
Requirements
Product Knowledge
Troubleshooting
Technical Assistance
Wearables
Customer Experience
Quality Management
Critical Thinking
Task Assignment
Technical Training
Project Management
Electronics